Technical Support

VICTOR HUGO SIGNES

** **** *** ********, ** ***** Phone: 914-***-**** ******.******@*****.***

IT SUPPORT / SYSTEMS ANALYST

Multi-certified technology professional with experience in technology support. Expert in hardware / software troubleshooting, maintenance, and repair. Proven ability to provide next generation technical support leading to improved efficiency, customer relationships, and workplace productivity.

Education

MANHATTAN COLLEGE – RIVERDALE, NY

Bachelor of Science in Computer Information Systems (BSCIS), 1999

Specialized Training

2012 Learning Tree International / NY, NY

MAC Essentials for PC Users: Hands On

2005 Danbury Sheraton Hotel / Danbury, CT

Implementing Security in a Windows 2k3 Server Environment

2004 Crowne Plaza Hotel / White Plains, NY

Supporting, Troubleshooting, and Optimizing Windows Server 2k3

2004 New Horizons / NY, NY

Applying Microsoft Security Guidance Hands On Lab – FY05

2003 New Horizons / White Plains, NY

Net +

A+

Core Technical Skills

SOFTWARE APPLICATIONS: MS Office 97/2000/XP Pro/2010, Access, Project, Visio,VNC, Dameware, PC Anywhere, Net Meeting, MacAfee, Norton, Ghost, Hirens, VMWare, MSLync, VMWare, Active Directory, Heat, Service Desk Express, Remedy, Adobe, VPN, iPass, much more

HARDWARE: Desktops, Laptops, Printers, Tablets, Mobile Devices, MAC, Routers, Hubs, Network Printers,

OPERATING SYSTEMS: Windows 3x/9x/NT/2000/XP/7/10 MAC OS X

NETWORKING PROTOCOLS: TCP/IP, FTP, DNS, DHCP, SSH

Expertise Highlights

PC troubleshooting / deployment

Critical Data Backup and file restoration

PC Security maintenance / repair

Mobile deployment / maintenance

Remote and local technical support

Proficient with all Windows/Apple O/S

Inventory / Monitoring via SCCM

Major Software/Systems implementation and repair

Network Printer deployment and repair

Testing/Scripting/Documentation

Technical Writing (Manuals/System Specs)

Proficient will all MAC O/S

Professional Experience

AXIOM TECHNOLOGY GROUP – STAMFORD, CT 2015 – Present

Level 2 Field Support Engineer

Technical Support for clients in the tri state area. Gained position of trust by meeting SLA’s and going above and beyond to satisfy the client. Consistently met or exceeded client agreements regarding with surveys, billable hours, and project work completed

Key Tasks:

Troubleshoot and resolve Level 2 incidents and assist with Level 3 tickets

Client site visits to resolve technical issues such as network outages and other related technical problems

Recommend hardware and software improvements

Rotational On Call support

Assist in Outlook migration projects for several clients

Provided scheduled maintenance for client’s server systems

Mentor and train Level 1 techs and provide support where needed

Update Knowledge Base

Product Acquisition when needed for clients

PERNOD RICARD USA – PURCHASE, NY 2010 - 2015

Senior Problem Management Analyst

Advanced to the senior analyst position role after only one month as a consultant to lead the helpdesk in providing excellent global technical support

Key Tasks:

Troubleshoot and resolve Level 2 and 3 tickets

Keep knowledge base up to date and assure knowledge absorption among level 1 agents

Mentor and train level 1 agents on new problem resolutions and monitor progress

Insure the smooth transfer of workflow internally as well as externally to all relevant tier groups

Solidify relationships with our users and meet or surpass their daily expectations

Responsible for assignment of non-helpdesk tickets to relevant groups as well as liaison with third party vendors for site management issues

Make sure that service level agreements for all tickets are being met

24/7 on call Executive support and general user pw issues

Troubleshooting and deployment of iPads, iPhones, MacBook Airs as well as PC’s, BlackBerry’s, printers, backup drives, docks and backup solutions

Test and deploy new pc upgrade images and make performance improvements

Responsible for new hire pc, mobile, and peripheral device deployment as well as termination hardware retrieval

Con Edison Solutions – WHITE PLAINS, NY / 2001 - 2010

Computer Analyst

Managed Helpdesk support in a LAN / WAN infrastructure of 400 users and 6 WAN links and 95 Server Nodes using Windows NT 4.0/Windows 2000 domain administration, Cisco PIX Firewalls, switches, and routers

Setup and maintained user systems and kept inventory

Security scan and penetration tests using various vulnerability assessment tools to ascertain the defense-in-depth philosophy specified in the Global Security Policy

Virtual Private Network management using Cisco VPN Gateways with 3-DES encryption

NAV 9.1 remote management

Responsible for IT support of all systems devices as well as peripheral devices in day-to-day operations

CROWN PLAZA – WHITE PLAINS, NY / 2000 - 2001

MIS Manager

Business Center Technology Administration, 2000-2001

Implemented security practices on network, telecommunications, server, and workstations

Resolved technology issues

Assigned passwords and email logins using CC:Mail and Outlook Express, NDS security configuration and updates

Supported a small network of 50 users

VPN via OpenSSh

Backup Restore using ARCServe

Overall departmental coordination for Business Center LAN / WAN

CITY THEATRICAL, Riverdale, NY / 1998 - 2000

Systems Administrator Assistant

Assisted administrator and technician of firm’s LAN

Provided Technical Support to members of the department

Resolved network, telecommunications, security, and workstation problems

Worked on network architecture and hardware

Troubleshoot, backup / restore Netware 4.2, NDS design, maintenance, integrate new tree into existing NDS structure

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